Supervisor - Contact Center

Are you passionate about making a difference in people's lives? Do you enjoy working in a service-oriented industry? If so, this opportunity may be the right fit for you!
Modivcare is looking for an experienced Contact Center Supervisor. You will work with the leadership team to meet all performance metrics associated with operations. You will oversee leadership, development, and management of staff. You will report to the local contact center leadership
You will...

• Build management routines and disciplines.
• Lead by observations and coaches in the moment.
• Conduct and document coaching, annual reviews, live service observations and 1:1's.
• Performance manage: attendance, schedule adherence, developmental plan, and performance plan.
• Prepare and organize team meetings/training.
• Answer employee questions and takes escalated calls.
• Recruit and obtain schedule movements (i.e. extra hours, shift/break changes, PTO, extra hours).
• Help with candidate screening, interviews, hiring and new employee onboarding.
• Evaluate employee overall performance.
• Recognize employee achievements and promote Modivcare core values.
• Champion companywide program (supporting changes).
• Approve employee payroll.
• Identify and help develop process improvements.
• Live monitor queues while communicating needed changes to the National Command Center.

We are excited to speak to someone with the following...

• High school diploma or GED
• 3+ years of contact center experience.
• Knowledge and proficiency of contact center management tools and principles; knowledge of and proficiency in quality improvement processes.
• Experience dealing with crisis and ability to create processes that benefit the entire team.
• Data analysis skills and can report on center performance.
• Can type 35+ words per minute.
• Experience using Microsoft suite.
• Read and write English fluently.
• Leadership experience

We value our team members and realize the importance of benefits for you and your family.
Modivcare offers a comprehensive benefits package to include the following:

• Medical, Dental, and Vision insurance
• Employer Paid Basic Life Insurance and AD&D
• Voluntary Life Insurance (Employee/Spouse/Child)
• Health Care and Dependent Care Flexible Spending Accounts
• Pre-Tax and Post --Tax Commuter and Parking Benefits
• 401(k) Retirement Savings Plan with Company Match
• Paid Time Off
• Paid Parental Leave
• Short-Term and Long-Term Disability
• Tuition Reimbursement
• Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)

Modivcare is an Equal Opportunity Employer.

• EEO is The Law - click here for more information
• Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
• We consider all applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, handicap or disability, or status as a Vietnam-era or special disabled veteran in accordance with federal law. If you need assistance, please reach out to us at [email protected].
• Modivcare requires all employees to be vaccinated for COVID-19. Modivcare is an equal opportunity employer and consistent with federal, state, and local requirements, will consider requests for exemptions from this policy as required under the law.